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The Surgery Kincumber is committed to providing safe, non judgemental, empathetic patient centred high-quality care. We strive to provide care based on current evidence based guidelines driven appropriate health care.
We welcome constructive feedback about your experience at the practice. We would like to be know about your pleasant experience in our practice as well as when we did not meet your expectations. Feedback can be provided in an open (identified) manner or in an anonymous manner. A open (identified) feedback would aid us to address to specific issues more efficiently. You can share feedback at any time by speaking with your doctor, or by contacting the practice directly using the details below.
We value all the feedbacks we receive as a practice team and use it to guide improvements to our services.
In the first instance, we encourage you to speak with your treating doctor or a member of our reception team, who may be able to resolve your concern on the spot. For matters you would prefer to raise more formally, you can contact our Practice Manager:
Please mark correspondence "Attention: Practice Manager" and include as much detail as possible, including dates and the names of any staff involved, to help us investigate promptly.
We will acknowledge your complaint within 2 business days of receiving it, and aim to provide a full written response within 7 days. Some matters take longer to investigate properly — if that's the case, we will let you know and keep you updated on progress. Complaint records are kept separately from your clinical file and are treated confidentially; raising a complaint will not affect the standard of care you receive from us.
You have statutory rights to raise concerns externally if you think it is necessary for any reasons.
Health Care Complaints Commission NSW (HCCC) — for complaints about the care or service provided by a health service or health practitioner in NSW.
Phone: 1800 043 159
Website: www.hccc.nsw.gov.au
Australian Health Practitioner Regulation Agency (AHPRA) — for concerns about the professional conduct, health or performance of a specific registered practitioner.
Phone: 1300 419 495
Website: www.ahpra.gov.au
Office of the Australian Information Commissioner (OAIC) — specifically for complaints about how your personal or health information has been handled.
Phone: 1300 363 992
Website: www.oaic.gov.au
See our Privacy Policy for more on how we handle personal information, and our Terms of Use for general website terms.
We acknowledge the Traditional Custodians of the land on which The Surgery Kincumber stands, the Darkinjung people, and pay our respects to elders past, present and emerging. We recognise Aboriginal and Torres Strait Islander peoples' continuing connection to land, sea and community, and are committed to providing culturally safe and welcoming healthcare for all Aboriginal and Torres Strait Islander patients.
The Surgery Kincumber is committed to providing safe, respectful and inclusive healthcare for all our patients, regardless of sexual orientation, gender identity or expression, or intersex status. We welcome LGBTIQ+ and gender diverse individuals and their families, and are committed to ensuring every person who walks through our door is treated with dignity, respect and without judgement.